![\"\"](\"https:\/\/flevy.com\/blog\/wp-content\/uploads\/2019\/06\/customer-centric-culture-1-300x200.jpg\")
are becoming more demanding and accustomed to getting what they want.<\/p>\nThe use of the Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want.<\/p>\n
With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want to buy products and services when, where, and however they like. They expect companies to interact with them seamlessly, in an easy, integrated fashion with very little friction across channels.<\/p>\n
As customer expectation continues to evolve–accelerated by the amplifying forces of interconnectivity and technology–markets are becoming increasingly fragmented with demand for greater product variety, more price points, and numerous purchasing and distribution channels.<\/p>\n
Companies should be able to adapt to these increasingly disparate demands quickly and at scale. Staying close to the Customer Experience<\/a> across an increasingly diverse customer base changing over time is no longer a matter of choice. It is a business imperative and a matter of corporate survival.<\/p>\n The Age of the Customer now calls for companies to be a Customer-centric Organization<\/a>. Successful ones have discovered that driving customer-centricity depends, first and foremost, on building a Customer-centric Culture.<\/p>\n In the Age of the Customer, business as usual is not enough. Customers expect companies to interact with them seamlessly. Customers want companies to anticipate their needs and technology must have lowered barriers to entry to allow unorthodox competitors to disrupt markets.<\/p>\n The Age of the Customer has made it imperative for companies to have a customer-centric culture. A\u00a0Customer-centric Culture<\/a> can empower and control employee behavior. It is a culture that prioritizes the common understanding, sense of purpose, emotional commitment, and resilience. It is a culture where leaders and employees understand the company\u2019s brand promise. Finally, and most importantly, a customer-centric culture is a culture that is committed to delivering exceptional customer experience.<\/p>\n Companies with a Customer-centric Design<\/a> must integrate, within its core, primary and secondary cultural attributes essential to complete its customer-centric culture framework.<\/p>\n In a customer-centric Corporate Culture framework<\/a>, the primary cultural attributes are critical in building a customer-centric culture. It also has 4 Secondary Cultural Attributes to complete that transformation.<\/p>\n Inculcating these attributes has become imperative to achieve a successful transformation towards a Customer-centric Culture. Strategy Development<\/a> now requires organizations to master the necessary practices to instill these attributes and the essential reinforcement to ensure that it is sustained.<\/p>\n Interested in gaining more understanding of Customer-centric Culture<\/a>? You can learn more and download an editable PowerPoint about Customer-centric Culture<\/strong> here<\/a> on the Flevy documents marketplace<\/a>.<\/p>\n You can download in-depth presentations on this and hundreds of similar business frameworks from the FlevyPro Library<\/a>. FlevyPro<\/a> is trusted and utilized by 1000s of management consultants and corporate executives. Here’s what some have to say:<\/p>\n “My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today\u2019s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me in a fraction of the time and money of other solutions. I strongly recommend FlevyPro to any consultant serious about success.”<\/p>\n \u2013 Bill Branson, Founder at Strategic Business Architects<\/p>\n<\/blockquote>\n “As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. For us, it is an invaluable resource to increase our impact and value.”<\/p>\n \u2013 David Coloma, Consulting Area Manager at Cynertia Consulting<\/p>\n<\/blockquote>\n “As a small business owner, the resource material available from FlevyPro has proven to be invaluable. The ability to search for material on demand based our project events and client requirements was great for me and proved very beneficial to my clients. Importantly, being able to easily edit and tailor the material for specific purposes helped us to make presentations, knowledge sharing, and toolkit development, which formed part of the overall program collateral. While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant’s toolbox.”<\/p>\n \u2013 Michael Duff, Managing Director at Change Strategy (UK)<\/p>\n<\/blockquote>\n “FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight \u2013 it’s like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead.”<\/p>\n \u2013 Roderick Cameron, Founding Partner at SGFE Ltd<\/p>\n<\/blockquote>\n “Several times a month, I browse FlevyPro for presentations relevant to the job challenge I have (I am a consultant). When the subject requires it, I explore further and buy from the Flevy Marketplace. On all occasions, I read them, analyze them. I take the most relevant and applicable ideas for my work; and, of course, all this translates to my and my clients’ benefits.”<\/p>\n \u2013 Omar Hern\u00e1n Montes Parra, CEO at Quantum SFE<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":" The use of the Internet and other online tools have turned consumers to be more empowered and are now shopping differently. Customers are becoming more demanding and accustomed to getting what they want. With greater access to reviews and online rating, customers are better equipped to switch to new products and services. Consumers now want… Customer-centric Culture: An Imperative in Today\u2019s Age of the Customer<\/span><\/a><\/p>\n","protected":false},"author":111,"featured_media":5182,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[81],"tags":[1672,1673,1652,1683,77],"class_list":["post-5168","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","tag-age-of-the-customer","tag-corporate-culture-framework","tag-customer-centric-culture","tag-customer-centric-design","tag-strategy-development"],"_links":{"self":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5168","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/users\/111"}],"replies":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/comments?post=5168"}],"version-history":[{"count":9,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5168\/revisions"}],"predecessor-version":[{"id":8063,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5168\/revisions\/8063"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media\/5182"}],"wp:attachment":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media?parent=5168"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/categories?post=5168"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/tags?post=5168"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}The Case for Customer-centricity<\/h2>\n
The Corporate Culture Framework: Its Primary and Secondary Cultural Attributes<\/h2>\n
![\"\"](\"https:\/\/flevy.com\/blog\/wp-content\/uploads\/2019\/06\/Customer-centric-culture-1024x768.png\")
<\/a><\/p>\nThe 4 Primary Cultural Attributes<\/strong><\/h2>\n
\n
\nThis is a shared vision articulated on what it means to deliver great customer service. Significant resources are devoted to communicating the customer value and all employees understand their role in delivering value.<\/li>\n<\/ol>\n\n
\nExternal Orientation is having a full understanding of the company through the customer\u2019s eyes. Outside-in perspectives are taken, seeing themselves as customers see them.<\/li>\n<\/ol>\n\n
\nIn Organizational Change<\/a> and Innovation<\/a>, the corporate value system is in place that values failing fast and learning quickly. The notion that mistakes are learning opportunities is embedded in the organization.<\/li>\n<\/ol>\n\n
\nShared Beliefs is an attribute where employees share a common ideology and commitment to core values<\/a>. The company strongly encourage strong service mentality and the desire to help others.<\/li>\n<\/ol>\nThe 4 Secondary Cultural Attributes<\/strong><\/h2>\n
\n
\nIn Risk Management<\/a> and Governance<\/a>, the company must have a strong collective focus and shared beliefs about the boundaries of acceptable risk and appropriate behavior.<\/li>\n<\/ol>\n\n
\nA Customer-centric Culture with this secondary attribute has the resilience to bounce back when things don\u2019t go as planned.<\/li>\n<\/ol>\n\n
\nCommitment is the third secondary attribute where employees show dedication to the customer-centric ethos.<\/li>\n<\/ol>\n\n
\nInclusion, the fourth secondary attribute, is one attribute that reinforces values diversity<\/a>, authenticity, and uniqueness.<\/li>\n<\/ol>\nDo You Find Value in This Framework?<\/h2>\n